Tuesday, April 4, 2006 1558 hrs.
Here's the latest update. I received an sms from the gentleman from Caltex:-
"Dear Patrick, I've forwarded a show cause letter to our retail partner at Jln Ipoh on 31 March demanded for full explanation. Will keep you posted. (name of sender withheld by me)
(Adam: "Ya. Can I hep shu?)A couple of nights ago I came home from the KLPAC and read this email in my mailbox...
"Good afternoon Mr. Teoh.
We refer to your undermentioned blog regarding our station in Jalan Ipoh placing barriers at the pump island on 27 February 2006 night just before the price change. We view this seriously and would appreciate very much if you could confirm which station as we have 2 stations in Jalan Ipoh. The one you are referring to is it near the police station/Sentul? The other one is at the opposite end of Jalan Ipoh (4 1/4 mile).
We would very much like to look into this matter and would value your confirmation.
Thank you for your valuable time and we look forward to your feedback.
C K L, Retail Business Consultant
Caltex Oil Malaysia Limited (992309 U)
Retail Marketing
From: M Sent: Monday, 6 March 2006 9:39 AM To: Subject: FW: Have you read this from Patric Teoh's blog ?"
Hmmmm...I thought. Never expected to get reaction from a big ass oil company like Caltex. So I replied...
"Frankly, I am surprised when I got this email from you. So much for having confidence in big business. Confidence in anything is hard to summon up these days. You want to know which one it is? Sure. It is the one just before the turn off to the Sentul Curry House. I think you would be right in thinking that it is the one near the Sentul police station. Please keep me informed of your actions. Thank you."
This morning when I switched on my cell phone I had 2 missed calls from a certain Kenny who identified himself as being a Retail Business Consultant (what the hell is that? Decided later that it must be some American way of titling their salesmen or executives) from Caltex. I called him back. Kenny was very polite and affable. He informed me that they had read and taken note of my comments about the Ipoh Road Caltex station and were suitably distressed about it. Why? Caltex cares about their customers wor. Good. About time. Kenny made several attempts to get me to meet up with him even offering to drive out to the KLPAC as he was in the area. Why? He wanted to explain things to me and help to make things better again. When I said I wasn't at the KLPAC Kenny suggested that we meet somewhere so that he could help his company make amends and also to get full details of what happened on that night of my first encounter with the new fuel prices. "Do you live in KL? PJ?" and so it went. After some minutes I said that the best thing would be for Kenny to go find out from the station owner what happened on the night in question and then to let me know so that I can inform visitors to my blog. Kenny then said that he was actually at the station but the owner was on M.C. but that he will definitely get to the bottom of things and keep me/us informed.
And so we wait with bated breath for the next exciting episode. Watch this space.
40 comments:
think it will solve the problem ? i dont...its just all in the profit...
No, I don't think it will solve the problem but it is a small step towards becoming better, more aware consumers, better relationships between big business and the little man on the street. No good ah?
Good to know people are responding positively to the content on your blog.
It definitely will not solve the problem BUT it is definitely a good sign. Part of CRM. Just that it was almost a month orledi.
Think of it, the owner actually rugi by barring customers (imagine how much business the other stations obtain within that two hours). Definitely a stupid decision.
I hope whatever action taken by Caltex, they will publicise it. But then again, i doubt there's anything to be done except a warning letter to the station owner.
Owner on MC? Conincident or what?
aiyo
any strangers offering to take me out to "explain" things to me better be some hot Amber Chia look-a-like lah.
this is too fishy and over the top lah patrick. ada ke "extra" friendly service like this?
my experience with over "friendly" support personel from the big companies usually means sexy female AND karaoke sessions somewhere uptown or personal massage service.. aiseh!:)
if true ok lah, if turns out the stranger wants to explain that thingy in some "intimate settings" and then the autolock on the passenger side shut down, aisey that stranger better look like Nasha Aziz la.
if the stranger looks like Ng Man Tat on a hot sweaty day.. gulp!
hehehe berhati-hati di jalan raya ;)
I smell fish!
Hiyah, never mind la. Give them the benefit of the doubt lor. See what happens la.
Fishy fishy... Doubt if Caltex would go to such lengths..
The good thing is that even if this is the worst-case scenario and is a damage-control measure, at least it shows that the online voice is being heard (or read rather) and is being noted. Best case scenario, fuel prices will be halted or at least any action will be explained transparently to Mr Joe Public. But heck, I'm a cynic.
Maybe this is what the RM4.4b is claimed to be "used" for...
Is this Kenny guy for real? The cynic in me smells a fish, but my idealist side really wants to believe he exists (I know, I'm seriously schizophrenic :) I guess I would be more inclined to believe him if he'd suggested a meeting at the Caltex HQ with his bosses, AND if he hadn't been so persistent about wanting to meet you. But hey, that could be because he's a huge fan of yours. Anyway, I look forward to reading further episodes of this ongoing drama.
i'd like to know the outcome too!
keep us informed pat!
hmm, sounds like an interesting after sales service to me. really wonder if he exists
Hi chocolateylife. Yes he does exist. At least I think so. I got an email from his colleague introducing him and all. The email had all the relevant details la. Caltex, address, phone etc. So I guess it's real lor.
Hi Ann. You're just as cynical as I am. LOL. I suppose the reason he suggested a meeting around there was because he was in the Sentul/Ipoh Road area and he mistakenly thought that I was in the KLPAC. A fan? Hahahaha...that would be a twist of events.
Good to know that I am not the only cynical Malaysian around:-)
And i'm the optimistic one, ain't I?
So anything on JazzCafe kah?
i love your photos of adam and the accompanying captions. so funny :-)
chocolateylife, I agree with you. :p
cool, cant wait to know the next episode....:)
i love meeting strangers.
this is totaly awsome thing your doin this... keep us posted~!
u rock... (and lil' adam too.. :P)
at least this company acknowledges your complaint. my daughter had fuel spilt all over her due to a defective pump and no help from the station workers. wrote to them in the netherlands and uk but did not even receive the courtesy of a reply. never ever will i buy the "conch" brand again.
Surprising that Shell didn't respond to your letter. I think you shouldn't let them off so easily. Press for an explanation.
Thanks for your kind comment, arisibnumohlis.
Go meet a Malaysian vampire at pulse's site.
was experimenting with some blog templates and voila, deleted some posts. dont worry its back online.
patrick, next time, i will take you out to explain things also.
;)
my son (who is a bit of a conspiracy theorist) told me to drop the matter as he was afraid that a big multi-national like that would take some form of action against me (like sending a hit-man.) i dismissed that but on reflection i don't really know. the letters that were sent out to the uk and the netherlands were drafted by a lawyer and sent by registered mail with a cc to the ministry concerned.
seems to me that these big oil companies don't give a damn as long as the $$$$ keep rolling in.
Hi Patrick, good to know that the petrol company is taking some sort of action....looks like a PR exercise to me.After all, your blog has a pretty good following. I read of a reseach which states that 20% of the people who surf the internet will influence and shape the opinions of the other 80% especially if the 20% also happen to a web site or a blog of their own. You are what is called an E-fluencial! So, man, you are important and what you say is important.Though according to technorati, your blog is worth $0 (ha ha), check this link:
http://www.business-opportunities.biz/projects/how-much-is-your-blog-worth/
Afdlin's worth US$260,000...wah....
But it doesn't matter, your opinions and observations still matters to lots of us out there as it generally reflect what we feel too.You've got fingers on the pulse,man....keep it up.
Btw, on the night of the last petrol hike, the BP petrol station (situated directly opposite the Shell station on the highway leading to the NKVE toll) just before the ramp going up to BU 11 & 12 in Bandar Utama was also closed. Same kiasu spirit being manifested then.
In the first place, Patrick is well known for many things, including being 'The Voice' (with many clones already), the duck joke, and so on, and most important, he likes to tokkok.
So, his blog is read by many, big as well as small people (excluding those whose pics are being posted in his blog).
Therefore, his opinion cannot be simply ignored.
I am sure Caltex will make him very happy so that the company gets good publicity too.
I think that caltex guy gonna give you some free petrol vouchers la.
Hey, wake up - Caltex is getting free publicity.... not that i'm complaining la - i do personally prefer caltex.... lol
hmm, come to think of it, it's such a good thing that big giant companies are taking actions due to what patrick says...
but it also reflects the "power distance" in Malaysia. According to a survey conducted by Hofstede, Malaysia is ranked number 1 in terms of power distance, which means it is HIGH or rather the HIGHEST among all countries surveyed.
In plain words, a high power distance country denotes that great importance is placed on status and ranks.
Well, a nobody like me, in terms of social status la, may blog a thousand entries and still the company may not give a damn.
What do you think? ;)
Eh, how come no update ah?
good for you, Patrick. When I made the complaint to Isetan, I didn't hope for any reward. Just to alert the sleeping manager about the situation. That's a good job. Keep it up. Let them know that we are watching them at all time :)
Hey now that's activism!
Wow, I'm impressed. This cynic is happy to be proven wrong. (I think I just saw a blue moon. AND a flying pig too! :)
Hi Ann. The cynic hasn't been proven wrong. Yet.
Sherrina, I don't hope or want a reward. Just so something good comes out of it for everyone.
U-En, why no update? Busy lor. I also got a life you know:-) You don't hap issit?
I knew that when this thing happened it will draw comments like, "It's Patrick Teoh la. That's why they react. If it's just lil ole me nothing will happen." Not true. If lil old you make enough effort to be heard they will listen and take action. Too much apathy is what gave them that attitude in the first place. We have to believe that or emigration is the only alternative.
Caltex getting free publicity? Sure if they want this type of publicity I am sure there are thousands of Malaysian consumers out there who will be only too willing to give it to them:-)
Give me free petrol vouchers? I don't think so. And even if they try to I cannot accept what. Isnit? Otherwise you won't trust what I write about anymore. And that is worth more than free petrol. Isnit?
Eh kosong cafe, if Caltex makes me happy by putting things right I am sure that will make many other Malaysians happy also. Right? We all enjoy together ma.
Hi JasonL. Yeah I know. My blog is worth exactly US$0.00 I don't know that works and I am not really too concerned la. So are you going to write and tell BP about that station that closed to take advantage of the fuel price increase? You must. You should.
Anonymous, your conspiraccy theory believing son just sounds like a typical Malaysian to me:-) And so Shell gets away with shitting on another little consumer. This time thanks to you. BTW, this ANONYMOUS tag by post-ers is really getting to be a pain. Use name la. Can ah?
Patrick,
Perhaps I'm over-drama on this but let me tell you this lil' drama. As a market researcher, we would have the opportunity doing Mystery Shopping for gas stations. Though i have yet such opportunity BUT my colleagues (both Malaysia and Thailand) had and their stories just reflect how crazy these station owners could be. In one of the rural area, this station had been getting bad scores for sometime and the Company is planning to retract the licence from the owner. THe owner become very observant of all possible mystery shoppers who visit the store and will point the gun to the 'customers' and ask if he/she is the 'shopper' who recorded poor score. While the less drama cases would always involve quarel /shouting from the owners who learnt about the bad scoring.
THerefore my point is...I just wonder what that Caltex owner will do if he knew it was you who cause the warning letter.
Be careful, sir!
Shit man, jt! Why didn't you tell this earlier? What do you think I should do now?
Sir,
Two simple choices.
1) Take the risk and go back to the station and happily walk around and face your 'fear'
2) Never go there again loh! (anyway...why Caltex in the first place?)
LOL...thanks jt. You're a great help:-) Actually, I don't use Caltex. But the station was on the road to where we were planning to have supper. So I thought I'd join the rest of the kiasu Malaysians and fill up (all of 10 litres, I think) before the price increase.
I think I might go to the station and tell the owner what you told me. About guns and aggressive petrol station owners.
Could it be because you're Patrick Teoh and it'll be good for publicity purposes?... Kenny knows his stuff *nudge* *nudge* ;-)
JT,
so that's mean we can't complaint if we are not satisfy with the service, eh? of course...Bolehland maa...anything is boleh in here. :p
Hi Alice. Don't worry I won't let them use it for publicity unless there is some benefit in it for us, the consumers. There's been no update since that show cause letter. Kenny knows his stuff??? Nah he's just doing what people in his position must do and so few actually do. Which bank is this that wrote you that email in appalling English?
Yeah sherrina, JT's experience is scary but hopefully it will not stop people from exercising their rights.
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